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CiciR's profile

5 Messages

Monday, September 25th, 2023 7:26 PM

AT&T refusing to apply credits to my account for money I paid.

AT&T pulled the whole, we haven’t received your traded in device form 6 mo the ago so now we are going to add these extra fees to your account, back at the end of July for an iPhone 12 that I traded in via USPS back in February 2023. After talking to many reps that could not help me I started making payments towards the now $559 balance I had. I paid $150x2 on August 16 and 24. After opening an inquiry or support ticket on 8/30/23 the device was located in a warehouse and I was told on the 31st they would make the adjustments to my account. Also, keep in mind that until this fiasco my account was always current and up to date with installment agreements. I noticed that by 9/6 they did make some adjustments but I still had a $320 balance. If my normal monthly  bill is around $125 and they located the device then why do I have a balance? Shouldn’t they have applied the $300 towards my normal monthly bills for august and September? Even if I still had a small balance I would understand and be okay with that. So I once again talked to more reps only for them to tell me that they won’t apply the credits bc the device was not found. What kind of company is this and why have thousands of people had this same exact scenario happen to them? Also keep in mind that I was told by more than one rep that they had some issue in February/March 2023 where tracking numbers were wrong and phones were being sent to the incorrect warehouse. Sounds like an AT&T problem. I have filed an FCC complaint at this point and just want to know if there are any other options for me?

ACE - Sage

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117.8K Messages

8 months ago

I started making payments towards the now $559 balance I had. I paid $150x2 on August 16 and 24.

Balance on what?  Over due account?

Partial payments on phones aren't possible.  Any payments you made on your account would go toward your account balance not toward your installment balance.

Did you understand that the credits for your trade-in would be applied monthly, not lump sum.

So conversely any credits overdue on your installment would be applied against your installment and not against your account balance.

If they were behind by 6 months, they would have applied 6 months worth of payments.    If for an $800 expected it's 22.23 per month, times 6 months specifically paid toward your installment balance, not your monthly bill.  Should have reduced your installment balance by a little over $133.  

Perhaps a better read of your bill might explain where the credits went, and where your payments went

5 Messages

8 months ago

The $150 I paid those 2 times in august was for the phone they told me they never received when I traded in in February. Then, after I made those 2 payments they said they found the old device in their warehouse. So, where did the $300 go? 

ACE - Sage

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117.8K Messages

8 months ago

The $150 I paid those 2 times in august was for the phone they told me they never received when I traded in in February.

That's not a fee.  That's the balance on your previous phone because it wasn't turned in within 30 days.  

Do you have proof the phone was traded in within the 30 days required?  

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